Default work note

inatherese · ‎06-29-2016

Hi,

I want the "work notes" - field to be the default view when viewing a ticket (instead of the "Additional Comments"- field showing), so it will look like this:

I found a record in the dictionary called "Work notes" on the task table, and tried setting this to default value "true". Then I get the desired result when viewing a ticket, but not when creating a new one. It then shows both the "Additional Comments" and the "Work notes"-field, and it says "true" in the "Work Notes"-field. I belive the original behavior is both of the fields showing like this, but of course not showing the "true" statement in the "Work notes"-field.

Anyone got an idea as to how I can default show the "work notes" (work notes = ticked) instead of the additional comments? It would be OK for both fields showing on a new ticket as well, but I would not want to see "true" in the work notes - field.

Thanks in advance!

Chuck Tomasi · ‎06-29-2016

Hi Ina,

Look what I found... Two user preferences that do what you want... you can make these a single field or expand them to show both. You can default to work notes too!

I just changed mine on incident and noted the changes in sys_user_preferences. If you want make those the default for people, just remove the user name and change the System field to true (checked) and insert&save the new record. It doesn't prevent people from changing it to the way they want (collapsed and comments first), but it gives you a default for noobs.

Let me know if you need more help or if that answers your question.

View solution in original post

Mike Edmonds1 · ‎12-28-2016

I'm referring to the ability to set the system preference to display the internal "work notes" journal opposed to the public "comments" in task and incident. I have included a screen shot to jog your memory.

Chuck Tomasi · ‎12-28-2016

You don't set the preference to checked or unchecked, you set the glide.ui.incident.stream_input to the name of the field you want it to default to. It defaults to comments, I changed it to work_notes in the image above.

Mike Edmonds1 · ‎12-28-2016

Got it, thanks. Is there any way to code that so that it cannot be changed?

Chuck Tomasi · ‎12-28-2016

You could try an ACL on the sys_user_preference table specific to that particular setting. Use a condition field for easy maintenance.

Example: Enable write access to that table/fields

Name | is not | glide.ui.incdient.stream_input

Docs: Access control rules

Docs: Contextual security

Security Best Practices - ServiceNow Wiki

Mike Edmonds1 · ‎12-29-2016

OK... I'm against a wall here. I have tried all manner of ACL with this, including your suggestion, and still the ACME Itil user is able to write a preference. I have included the 3 ACLs that I have in place for the table which includes the glide name for task, incident and the ability to show both work_notes and comments at the same time. Can you think of any reason why ACME Itil should be able to write to this record? I have verified the user does not have the 'admin' role. Thank you so much for your help!